As an Operations Manager you will be responsible for the day-to-day management of the department. You will represent Webhelp and therefore are required to maintain the highest level of professionalism at all times.

It is important to meet deadlines in a sometimes-stressful work environment. You must have strong analytical skills with in-depth knowledge of Excel, added with the high management skills.

Planning and Strategy 10%

• Define workforce management processes and the role of WFM in the project
• Data collection and analysis serving as the foundation of the staffing process
• Identify the impacts of attrition cycles on the staffing forecast

Staffing 20%

• Identify reaction strategies for both overstaffing and understaffing
• Support hiring and training planning, as well as ramp-down periods
• Identify steps to take when service goals are missed
• Identify reward and consequence programs that support adherence goals
• Coordinate training requests with the Training and Quality departments

Reporting 50%

• Prepare and analyze staffing reports about absenteeism rates, attrition, staff hours, attainment
• Prepare the weekly deck for the conference call with the client
• Prepare the Internal Report for the weekly conference call with Webhelp management
• Prepare the monthly scorecard for all agents
• Analyze effectiveness and productivity
• Prepare data related to WFM for the monthly invoice needed by the Operation Manager
• Assist with the preparation of the Quarterly Business Review
• On-/Offboarding with client’s and Webhelps IT tools

Management 20%

• Coordinate the workload and workflow of the WFM team (WFM Analysts and back-up Analysts)
• Manage holidays of the WFM team

Our offer:

• 36.000 € gross/year
• Full time shift: 39 hrs/week, Monday to Friday 09:00-18:00
• Real possibility to grow within the company
• International working environment

Knowledge & Key Skills required

Education/Background

• Very good knowledge of MS Office & iWork applications
• High level of English (spoken & written)
• Degree in administration or mathematical background (preferred)
• Management background (preferred from the travel industry or BPO industry)
• Not mandatory but experience or knowledge from GDS will be a benefit

Previous experience

• Previous Management Position, logistics or any other position in organization
• Management experience
• Minimum of 1 year of seniority within the travel Industry (preferred)
• Understanding of Customer service operations (Preferred In the travel industry)
• Working experience with costumer service KPIs like: CSAT /NPS/ AHT and FCR
• Experience from developing and mentoring team managers

Personal abilities

• Excellent organizational skills
• Logical mind & business awareness
• Logical sense for numbers and trends
• Excellent knowledge of MS Office & iWork applications
• Ability to work under pressure to meet deadlines
• Excellent communication skills
• Flexibility
• People person

***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.***